顾客服务及后勤学(13页）.pptVIP

Chapter 11 Customer Service, Logistics and Distribution Logistics and Physical Distribution Customer Service The transporting and storing of goods to match target customers needs with the organisation’s marketing mix Both within individual organisations and along a channel of distribution Customers think of physical distribution in terms of the customer service level how rapidly and dependably a company can deliver what the customer wants There are trade-offs among physical distribution costs, customer service levels and sales Examples of Factors that Affect Physical Distribution Service Level (A) Advance information on product availability Time to enter and process orders Backorder procedures Where inventory is stored Accuracy in filling orders Damage in shipping, storing and handling Order status information Examples of Factors that Affect Physical Distribution Service Level (B) Advance information on delays Time needed to deliver an order Reliability in meeting delivery date Complying with customer’s instructions Defect-free deliveries How needed adjustments are handled Procedures for handing returns The Chain of Supply The complete set of organisations, facilities and logistic activities involved in procuring materials, transforming them into intermediate and finished products and distributing them Just-in-time delivery—reliably getting products there just before the customer needs them requires close coordination and information flows reduces handling costs reduces storing costs shifts greater responsibility to the supplier a small problem can cause big effects Electronic data interchange (EDI) puts information in a standardised format easily shared between different computer systems Transporting Marketing function of moving goods Helps facilitate economies of scale in producing goods produce in large quantities where it is inexpensive to produce, and then ship products to customers Choice of transportation affects customer satisfaction in terms of: pricing of